Madalina Ilade

Experience

• 

  Microsoft

  Aug 2014 - Sept 2014

  Intern
• 

  Microsoft

  Jan 2016 - Nov 2023

  ● Acting as a trusted advisor, working on building and maintaining strong relationships with customers● Identifying customer needs, executing success plans and involving the right technical resources to address specific scenarios, aligned with account strategies● Responsible for driving contract renewals, understanding customer needs and concerns, identifying upselling opportunities Acted as a trusted adviser on Data & AI Microsoft technologies and worked with customers to evaluate their current environment, educate and promote best practices through Workshops, Chalk&Talks and Advisory engagements. Worked with customers on technical issues (administration, connectivity, performance, migration) related to the following cloud database services: Azure SQL Database, Azure SQL Database Managed Instance, Azure Database for PostgreSQL, Azure Database for MySQL. Aspire Program: https://www.microsoft.com/en-ie/earlycareers/aspire-program

  • Customer Success Account Manager

    Feb 2021 - Nov 2023

  • Data AI - Customer Engineer

    Jun 2019 - Jan 2021

  • Azure SQL - Technical Support Engineer

    Jan 2016 - May 2019

  • Aspire Program / MACH

    Jan 2016 - Jan 2018
• 

  ServiceNow

  Dec 2023 - now

  Support Account Manager

  ● Leading customer meetings to provide timely updates on open cases, changes, issues, and ongoing projects. Presenting summary reports, including bi-weekly operational reviews, monthly performance and quarterly service reviews.● Acting as an escalation point for critical customer issues that impact business operations. Reviewing open cases and priorities, ensuring prompt response and resolution by assigned ServiceNow teams.